Is there a way to identify and automatically create a problem when I have a lot of incidents created in SDM? Example give: When I reach 6 incidents (with the same CI) in 24 hours, then SDM can create a 1 problem referring these incidents.
Nelson, I am not aware of any configurable way for this. I would
think any approach would be highly customized. Thanks _Chi
Thank you for your response Chen.
In time: My SDM version is 12.7 . But I remain hopeful that someone knows something that can be done.
Do you have IT Process Automation installed? If so you could create a process to run a SQL query to detect situations like this, and generate a Problem from it. In general, I would suggest that this is a Use Case that is more aligned to Business Intelligence providing automated reports that can be analyzed by a person. In this case I would suggest that you could create a threshold (6 in your use case) and you could generate a report that would be delivered to a Problem Manager. This could be 6 incidents opened within a time period or 6 incidents currently open. There are cases where this approach would not align with a problem though. For example multiple users opening tickets against a Business Service (email, lync, etc.) would probably be better handled by an Incident or Major Incident process.
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